All complaints are taken seriously, investigated thoroughly and handled in a confidential manner.

Please provide as much detail as possible, whether it is an original complaint, or a follow up to a reply you were not satisfied with. Include your name, postal address and a contact phone number as well as your membership number if you have this to hand.

A Complaint means a complaint about any aspect of the company’s conduct of the licensed activities, and a ‘dispute’ is any complaint which:

i Is not resolved at the first stage of the complaints procedure; and
ii Relates to the outcome of the complainants gambling transaction

The National Operations Manager will conduct a thorough review of all the evidence and try to resolve the complaint to the satisfaction of both parties within 15 working days. Should this not be possible we will explain why and provide a date by which you can expect a full response.

If a complaint relating to the outcome of a customer’s gambling is unable to be resolved satisfactorily between the company and the customer within a period of three months from notification, we have an obligation to report it to an independent arbitrator.

Customers also have the means and opportunity of submitting their own version of events.

Should the outcome of the complaint still be deemed unsatisfactory, this issue would then be identified as a ‘dispute’ and would be referred for arbitration with all the necessary paperwork being forwarded to: